AddressAbout the role
At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things– whether they’re buying a home, building a business or saving for things big or small.
The Senior Manager – Client Services- Insto Ops, MNL GCC is responsible for end-to-end operations management of Client Service Teams in Manila and the delivery of service excellence to all internal and external customers with enqueries related to Payments, Cash Management and Trade products and processes for ANZ Australia, ANZ New Zealand received by phone or email within the servicing teams. The incumbent will interact with both internal and external customers and key in country stakeholders and is responsible for managing and coaching a team of leaders who manage teams that respond to and follow through customer enqueries to completion. enhancing customer satisfaction levels for the business. In addition, the incumbent is responsible for the delivery of best-in-class customer service to our customers through ensuring that our teams are up to date with customer service and product training for all staff. This role will also take the lead on driving continuous improvement and improved client experience through data and insights.
Role Location: Solaris, Makati
Role Type: Permanent / Full time
What will you bring?
To grow and be successful in the role, you will ideally bring the following:
Contact Centre experience - extensive experience in managing a Customer Contact Centre servicing Institutional Customers, Payments, Cash Management and Trade operations process knowledge as a transformational leader.
Change management – Constantly challenges the status quo to improve processes and encourage advancement- exhibits a growth mindset. Demonstrated ability to plan and drive continuous improvement and managing multiple stakeholders with different priorities is required in this role.
Effectively lead and manage a team in achieving shared objectives.
Demonstrates learning agility in a fast-paced business environment.
Demonstrated Influencing, negotiation, conflict management and attention to detail.
Exhibits excellent analytical and decision-making skills which includes Data Analytics, advanced Microsoft Excel and PowerPoint skills.
You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
So, why join us?
There’s something special about being part of ANZ. From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.
As a Purpose-led bank, we’ve committed to delivering commercial and societal outcomes across environmental sustainability, financial wellbeing and household affordability. We deliver these sustainability commitments with our customers, in our business and across the communities where we operate.
But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.
We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.
You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.
To find out more about working at ANZ or to view other opportunities visit www.careers.anz.com. You may apply for this role by visiting ANZ Careers and searching for reference number 62910.
Job Posting End Date
08/04/2024, 11.59pm, (Melbourne Australia)
